Remote Customer Success Associate

Summary

Join our dynamic team as a Customer Service/Operations Associate on a 3-month contract, with potential for conversion to full-time based on performance. In this role, you will work closely with our customer service and operations teams to ensure smooth daily operations, addressing customer inquiries, handling order processes, and supporting e-commerce activities.

Requirements

• Excellent written and verbal communication skills
• Strong customer service mindset with a natural drive to achieve the best results for customers
• Ability to multitask and thrive in a fast-paced, startup environment
• Experience with e-commerce tools (especially Shopify for handling returns, exchanges, and shipping queries)
• Strong research and problem-solving skills to resolve open questions in collaboration with team members
• Proficiency in Google Sheets/Microsoft Excel
• Emotional resilience and strength to handle challenging customers with professionalism and empathy
• Impeccable organizational skills, attention to detail, and the ability to manage a high volume of tasks independently
• Quick learner, adaptable to new systems (Asana, CS platforms, Front, etc.)
• Team player with the ability to take direction and grow within the role

Responsibilities

• Provide exceptional customer service by addressing inquiries, resolving issues, and offering solutions to ensure the best outcomes
• Manage customer communications via email and chat, including handling returns, exchanges, and shipping queries
• Collaborate with the operations team to ensure seamless order fulfillment and handle any logistics-related questions
• Assist with e-commerce tools like Shopify, resolving customer requests and learning new systems as needed
• Conduct research and work with team members to solve unresolved questions or challenges
• Maintain organized records of customer interactions, inquiries, and issues to ensure accurate and prompt follow-ups
• Work within Google Sheets and Microsoft Excel to track and analyze data related to orders, returns, and other customer service metrics
• Handle difficult customers with resilience, maintaining professionalism and empathy
• Prioritize multiple tasks in a fast-paced environment, staying focused and organized
• Assist in maintaining and updating internal systems such as Asana, Front, and other platforms used for tracking tasks and communications

Benefits

• Competitive salary
• Potential for full-time conversion based on performance after the 3-month contract